Data Analysis Overview

Interaction Analytics shows you real-time data about your contact center in graphical charts from datasetal contacts imported by an administrator. From a workspaceClosedThe named view of one or more analysis widgets., you can filter the data shown in the charts and drill down into data to answer your questions about contact center activities. By default, data is available for 90 days. If desired, an add-on is available that enables you to analyze, update, categorize, and mine your interaction data in Interaction Analytics for configurable time periods beyond the default of 90 days. This feature must be must be implemented and configured by NICE inContact Professional Services. Contact your account manager for more details.

This section details how to read the data in the workspace widgetsClosedA graphical chart with data that meets specified filter criteria to help contact center supervisors and managers understand trends in the contact center., drill down into more specific information, and to filter the data to help you glean all the information you can from a collection of contacts from your contact center.